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Company

Public Consulting Group · 6 hours ago

Client Service Associate 2

United States

Full-time

Remote

Entry, Mid Level

$62K/yr - $80K/yr

2+ years exp

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Responsibilities

Focus on developing long-term client relationships – expand influence, increase retention, solve issues, and drive satisfaction

Model best practices in terms of client, project, and change management

Lead client engagements/interactions (e.g., status update meetings)

Proactively identify problems and provide solutions to clients

Build client excitement in terms of new features, functionality, and services

Provide feedback regarding the evolving needs of our clients and how we can remain responsive, competitive, and good partners

Provide training on use of the system for end users and administrators as needed

Provide Tier 2 or 3 support via Zendesk (helpdesk) for EDPlan Innovations

Ability to manage multiple projects and clients simultaneously with a keen attention to detail

Contribute to a professional and respectful team dynamic with a culture of mutual accountability

Deliver results in terms of client success metrics, both individually and collaboratively

Collaborate and coordinate with Regional Teams and other functional areas to meet our clients’ needs. Examples include:

Coordinate with EDPlan Innovation Product Leads and Regional Team in terms of the creation of status update meeting materials, respond to data or reporting requests, and evolve our services based on training and helpdesk feedback

Serve as a main point of contact internally for Regional Teams - review new opportunities for viability, potential market shifts, and areas of risk

Serve as the client contact re: change request process and involve appropriate team members from EDPlan Innovations

Coordination with Technical Business Analyst to articulate change requests and product feedback and support execution of changes in the form of user acceptance testing (UAT) and training documentation

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client relationship buildingElectronic nursing documentation softwareMicrosoft OfficeAsanaGeneral Supervision conceptsProject managementTraining skillsProfessional maturityCollaboration skills

Required

Proven success at client relationship building

Effective communication skills (presentation, facilitation, and written)

Proven success or the ability to gain a deep understanding of electronic nursing documentation software

Collaboration skills (with peers, staff, and leadership)

Ability to manage multiple projects and clients simultaneously with a keen attention to detail

Ability to be decisive, consistent, transparent, and open to feedback

Highly organized and skilled at prioritization

Ability to lead virtual and in person trainings on EDPlan Innovations

Professional maturity and ability to put the best interests of the client and PCG above self-interest

Advanced knowledge of Microsoft Office products: Excel, Word, PowerPoint, Teams

Preferred

Understanding of OSEP based General Supervision concepts: Dispute Resolution, Cyclical Monitoring, Technical Assistance, Fiscal Monitoring, SPP/APR, Submission Process, Data Collections

Experience with compliance-based documentation systems

Experience with project management best practices

2-5 years' experience managing client relationships

Strong understanding of EDPlan

Expertise using Asana or comparable task management, or project management tools